Help - DBNY Customer Service
Where's my order?
You can log in at any time and check your order status. Just click on the "My Account" link in the top menu of just about every page on our site (you do have to be logged in) and then click on the Order History link. If will show you the order status and if it has shipped, when and where, and have the tracking number.
Please note, we do not personally deliver packages. UPS and USPS pick up packages everyday, take them back to their facilities and then route them to you. It is at this time that the the tracking number is emailed to you and updated in your order history.
We will do our best to accommodate your choice of shipping. However in the case that the chosen shipping type does not meet the requirements of the package and or address, we reserve the right to ship it as required and bill you accordingly. An example of this would be a package addressed to a P.O. Box and asking for UPS shipping. As this is not possible it will be switched to ship through the USPS.
Packages are insured and tracking information (when available) is emailed to you once the package ships.
Most packages are shipped within 3-5 business days after payment is received. Depending on your payment method we actually receive payment within 1 to 5 business days from the time the order was placed.
They're high, you don't have to tell us, we pay them too. We do not set the shipping rates. When you click on the "estimate shipping" link or checkout you and DBNY are receiving real estimates in real-time from UPS and USPS. These quotes are supplied by the shippers (UPS and USPS) based on the weight of your order, your ZIP code and our location. We do not make up shipping info, any information displayed it directly from UPS or USPS. They only supply shipping methods and estimates for addresses they deliver to. If there is no shipping info, their servers are down, there is a mistake in the address you entered or the address is not in the USPS database.
When your order is shipped by UPS or USPS you will be sent a shipping confirmation and tracking number. That info is also posted into your order history on the My Account page.
Not receiving emails from DBNY?
Microsoft, MSN, Live, Hotmail, Outlook...
We and our service provider have made sure that our mail server is safe and secure but Microsoft continues to block our emails. Doesn't say much for the competence of a company like Microsoft when they can't tell the difference between an order confirmation sent to a registered customer and spam?
We're still seeing hundreds of bounced messages when trying to contact some customers. Microsoft is blocking our emails. If you are not hearing from us, that might be why. Please complain to them and use a different email provider. They are blocking order confirmations, tracking numbers, password resets, etc., but not our mailers.
If you are subscribed to our mailing list, you should be hearing from us just about every day. If you're not subscribed (you're missing a lot of deals) you will only hear from us when you place an order, that order is shipped or if you contact us. If you do not receive those emails you can check your subscription info, log into your account and make sure you entered it correctly. Note-your account at DBNY and your subscription are two different accounts. MailChimp handles our mailing list. You should also check your device's email settings to make sure we are on your safe or friends list, that our messages are not ending up in your spam or promotions folders, etc.
Order confirmation, Incomplete Orders, and Re-ordering
Every order placed should receive an automated "order confirmation" response from DBNY. This contains your order number, a list of items ordered and your total balance. If you did not receive an order confirmation within an hour of ordering, Email us for a direct order confirmation. DO NOT RE-ORDER WITHOUT CONTACTING US FIRST. People often make re-orders on purpose, so a double order isn't enough to raise a red flag for us. We cannot refund orders placed in this manner as per company policy. If you're worried about the availability of an item, Email us with as much information as you have and we'll do our best to make sure you get what you want. Your order number is the best, but your first and last name, email address, and items ordered are enough for us to find you in the system.
We are not a full-service yarn shop, we are a liquidator of discontinued yarns, seconds, overstocks, personal stashes, shops going out of business, etc. We keep our prices down by keeping our overhead down. There are not any operators standing by to take your call. We are on online store only and all processing is done automatically. We do not have access to your bank, credit card or PayPal accounts and cannot edit orders to change quantities or amounts.
If you do have a question or comment about an order, please send an email to help and be sure to include your order number. We will try to get back to you as quickly as possible, usually within 2 business days.
We are aware that many people use our shopping cart as a sort of wish list. They put many things into their cart without ever planning on checking out. Since we sell discontinued items in limited quantities we do not put a reserve on items in carts, they're not yours until you successfully check out with them. Reserving items in cart would not be fair to people actually planning on making a purchase. And, some people put thousands of dollars worth of stock in their carts, there would not be anything left to buy if they were reserved.
When shopping at DBNY it's important to remember that you don't actually reserve an item as yours until you've checked out with it. While it's in your cart, another buyer can still access the item. This is how items of high interest can become oversold on our site. Items are not removed from the site's inventory until someone successfully checks out with them. If you have an item with a low inventory, especially a featured item off the homepage or the newsletter, it's best to check out with it as quickly as possible.
We do not empty shopping carts, but if an item goes out of stock while in your cart you will receive a message at checkout noting that it is no longer available.
Looking for a certain yarn...
If you're looking for a certain yarn please use our search feature at the top right of every page. We update our stock daily, we receive new stock daily. If we do not have it now we might have it in fifteen minutes. We receive boxes of yarn just about every day and it's often a surprise what we find when we open them. If you are looking for something in particular, your best bet is to check back often and search for it or click on the New Products link.
We run specials, deal and sales every day. A lot of these use discount codes. To get the extra discount code you must enter it in the space provided on the payment page at checkout. Some codes require you to spend a certain amount or buy certain products or only apply the discount to certain items. Please read the description on the code or in the daily mailer. Only one discount code can be used per order. Discount codes are generally only good for one day.
From time to time we give a discount code to new customers when they register. You must be able to receive email from us to receive this code. The discount is for new customers only. We didn't really think we'd have to say it, but if you create multiple, fake accounts we will not honor the discount for any additional orders. The discount is good for one person/household/business/address, etc. Some sale items will not be eligible for the new customer discount.
When you click on the "forgot password" link on the log in page, your password is instantly changed and the new password is emailed to you. The password is correct and does work. The new password is case-sensitive and contains both letters and numbers. It is practically impossible to tell some letters and numbers apart in an email so we recommend copying the new password from the email and pasting it into the log in page on our site. From experience we know this works. If you click on the "forgot password" link more than once, you password gets updated more than once and only the latest one will work.
We do not know your passwords and don't really want to know them. But, we do see how many times they get updated and it is a lot.
How To Change Your Password
To change your password, log in using your existing password or the new password you received after using the forgotten password link.
- Once you are logged in, click on the My Account link on the top of the page.
- On the My Account page, click on the Change my account password link.
- On the My Password page, enter your current password (the one you logged in with) and then enter a new password of your choosing - twice. Click on Submit to save your new password.
- Then remember and start using your new password.
We accept VISA, MasterCard, Discover and PayPal. You may use American Express by choosing PayPal as your payment method at checkout and entering your information at their site.
When you press the "submit" button your order is encrypted and sent to Authorize.net for authorization. We do not know your credit card number and never see it. It is encrypted and sent to Authorize.net. They contact your credit card company and get approval. We do not have access to your account and our site/servers/company do not access your credit card account or obtain any information from it. This is why we cannot add to or edit your orders, we do not have access to your accounts.
Newsletter / Mailer / Subscription
Our newsletter is the best way to tell at a glance what's new on the site, and what we think the best and most exciting deals are. The newsletter is always available on a static page, but you can also sign up to have it delivered directly to your email. Each newsletter contains direct links to the features products for your shopping convenience, as well as any information about contests and giveaways. One response we get all the time is "Oh, I already get too much junk" Well, we get too much junk too! The beauty of our newsletter is twofold:
1) The information is ALWAYS relevant. It's often covering the newest items available, items that would otherwise take some probing around to find.
2) You can cancel it at any time, and we CANNOT put you back on. We use a well respected service called Constant Contact that has strict policies concerning the opt-out process. If you choose not to receive our newsletter you'll never hear a thing from us again. No hassles, no problem.
If you are already subscribed and want to update your info, enter your email address in the subscription form. You'll get a message saying you are already subscribed, you'll be asked to click on a link and finally you will receive an email from MailChimp, our mailing list program, for you to update your info. You can choose between receiving the TEXT version of our mailer - just text with some links, or the full HTML version with images and lots of links. You can also choose to receive our regular, daily mailers or just 2 a week.
We do not accept returns; all sales are final.
As with most discontinued inventory, all sales are final. We sell seconds, discontinued items, test runs/dye lots, overstock, and store closeout items. Some of the products we sell may be mis-labeled or not have a label. We make every effort to supply and correct the descriptions of the products we sell, but as we are not manufacturers, we cannot guarantee the accuracy of any information supplied. Please use our Contact Us page if you believe there was an error in your order.
Orders cannot be changed once submitted. All cancelled orders are subject to a restocking fee.
"Webb's has a different description, weight, and yardage for the yarn..."
They might. Nobody's perfect, and things change. We do our best to list the info as we received it. If the label is wrong we will try to say that but since we're just a liquidator and not a manufacturer, mill, importer or anything like that, we have to take their word for it. Everything we sell is a second; overstock, discontinued, possibly mis-labeled, and experimental or other product. Sometimes specs, colors, weights, things change. There are a lot of reasons why the description we use may be different. We strive to be accurate but like we said, nobody's perfect. Sometimes we do not have information or specs on a product. We're not the manufacturer or importer and do not have all the info, we supply what we have and do not make anything up.
At DBNY we try to provide you with as much relevant product information as possible. We carry so many brands, not to mention odds and mill ends, that sometimes some of this information is overlooked. Don't forget though that most of our yarns are discontinued, so they may be hard to find. And while we do our best to match dye-lots, we can't guarantee that dye-lots will match for every order.
The Color Is Different...
Colors may not be exactly as shown, we do our best to maintain consistency but dye lots may vary. Also, please be aware colors may look different depending on the type of computer screen you are using.
Please see our Contact Us page for information on how to contact us.
Website (External) Links
These links are being provided as a convenience and for informational purposes only; they do not constitute an endorsement or an approval by the DBNY of any of the products, services or opinions of the corporation or organization or individual. DBNY bears no responsibility for the accuracy, legality or content of the external site or for that of subsequent links. Contact the external site for answers to questions regarding its content.
We use imgur.com as a cloud-based image sever. It speeds up the loading of extra images on our site. We only have control over the images in our own directory there, we do not control other people's images. If you click on the "imgur" logo you will be taken to their site and will find images beyond our control.
There are a number of reasons why you might not be able to access our site. We may be down for maintenance. We usually try to perform maintenance late at night but it could happen anytime. Our server automatically reboots when necessary. Go to downforeveryoneorjustme.com and enter discontinuedbrandnameyarn.com to see if it's us or you. If it's us hopefully we'll be back in 15 minutes or so, if it's you well...we really can't help you there...
You may not be able to access our site if you are using a firewall or proxy, like at work, and your employer has decided to block our site. And, it is possible that your computer has been banned. Many computers share IP addresses and if you are sharing an address that a hacker used to try to access our site, you could be banned too. If you think there is a problem contact the email@example.com. You should "google" the term "whats' my IP address" and then include the answer in your message.
Security is obviously a very important issue for us. DBNY has NEVER had a security issue. If you're unsure as to the secure nature of our site, here's what to look for:
Once you get to the check-out page the address bar should change from "http" to "https" and a small padlock should appear somewhere on your browser window, all browsers are different so we can't tell you exactly where, but in one corner of your browser window there will be a padlock. Remember: these elements only appear once you get to the checkout page.
If you're having trouble seeing either of these elements you may need to update your browser. You should always use the current version of whichever browser you prefer.
DBNY offers free patterns with many of our yarns. Most of these are patterns that are licensed for our use, but not owned by DBNY. This means that we need to reserve the right to take patterns down without notice. We try our best not to advertise "free patterns" where there are none, but mistakes do happen. If you don't see a free pattern for a given yarn, take a look at our pattern page. You'll find many patterns classified both by yarn company and yarn weight.